Question 1

Sylvie starts her weekly department meetings by asking questions such as, "How was your vacation?" "Did anyone see the football game last night?" and "Who wants to go to lunch after we finish here?" What type of questions are these?

Accepted Answer

These questions are rapport-building because they serve to establish a friendly and comfortable atmosphere before the meeting begins. They are not closed questions because they do not require a simple yes or no response, nor are they probing questions designed to elicit specific information. Likewise, they are not solution-oriented or funnel questions, as they are not guiding the conversation towards a particular objective.

Question 2

What does research consistently demonstrate about nonverbal communication?

Accepted Answer

Nearly all people reveal their real emotions through nonverbal behavior,but research shows that most people are not consistently effective at decoding the nonverbal signals of others.

Question 3

During a budget meeting, Eva concludes her part of the talk and points to her presentation partner. What does this gesture most likely mean in context?

Accepted Answer

Pointing to her presentation partner most likely means that it is his turn to speak.

Question 4

Which active listening skill involves demonstrating a learner mindset rather than a judger mindset?

Accepted Answer

Holding judgment involves actively working to keep your own biases and opinions from interfering with your ability to listen and understand the speaker's point of view. It involves approaching the conversation with a learner mindset, rather than a judger mindset, which means being open to new information and perspectives rather than immediately jumping to conclusions or forming judgments.

Question 5

Which of the following statements is a judger statement rather than a learner statement?

Accepted Answer

Statement A implies a judgment about the person's lack of interest in trying new techniques, rather than seeking to learn more about their thoughts or opinions.

Question 6

Which barrier to effective listening involves neglecting listening because of pressing deadlines?

Accepted Answer

Neglecting listening because of pressing deadlines is a lack of time, which is a barrier to effective listening.

Question 7

What is the main difference between probing questions and solution-oriented questions?

Accepted Answer

The main difference between probing questions and solution-oriented questions is that probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done. Probing questions are used to delve deep into a problem or situation and get to the heart of the matter, while solution-oriented questions focus on finding practical solutions.

Question 8

A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions.

Accepted Answer

Funnel questions start with broad and general inquiries and narrow down to specific details.

Question 9

Customers have been complaining about the products produced by Derek's department. His team has checked all the equipment, but they cannot find the cause of the poor quality. What kind of questions would most help them with this issue?

Accepted Answer

Probing questions would be most helpful in this situation as they are designed to go deeper into the issue and gather more detailed information. These questions can help the team identify the root cause of the problem and find a solution. Solution-oriented questions may be helpful after the cause has been identified, but probing questions are more effective in this initial stage. Rapport-building and closed questions are less relevant in this situation, and funnel questions may be too narrow in scope.

Question 10

Focusing on _____ is most likely to help you communicate with a red MVS in a way that he or she prefers.

Accepted Answer

Red MVS individuals prioritize results over feelings or teamwork, so communicating in a way that highlights achievements and goals will likely resonate with them. Flexibility and caution may be appreciated as well, but not as much as a focus on results.

Question 11

Which of the following is most likely to be true of those people who have low empathy?

Accepted Answer

The answer of Which of the following is most likely...

Question 12

In a meeting with a supplier, Janice listens to his sales pitch and then says, "So the two main advantages of this product are that it will save us money and it is better for the environment. Is that correct?" What active listening skill has Janice used?

Accepted Answer

Janice has summarized the main advantages of the product that the supplier presented. Summarizing is an active listening skill that involves restating the main points of a discussion or presentation to ensure understanding and clarify any misunderstandings.

Question 13

Kim is a salesperson who has learned to gauge her customers' interest from their eyes. Which of the following is most likely to indicate that her customer is carefully considering her product?

Accepted Answer

The answer of Kim is a salesperson who has learned...

Question 14

Which of the following is a domain of emotional intelligence?

Accepted Answer

Self-management is a domain of emotional intelligence, involving the ability to regulate one's emotions and behaviors effectively.

Question 15

The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as _____.

Accepted Answer

David Givens defines sight-reading as "intelligent observation of [nonverbal communications]...the act of anticipating intentions and moods through the perceptive examination of non-verbal cues."

Question 16

When Jamie listens to a customer, she maintains eye contact, nods when appropriate, and ignores her phone when it gives an incoming message alert. Which active listening skill is she using?

Accepted Answer

Jamie is using the active listening skill of paying attention by maintaining eye contact, nodding appropriately, and ignoring distractions.

Question 17

Which motivational value system is most often guided by concerns that business activities have been thought out carefully and the right processes are put into place to accomplish things?

Accepted Answer

The green motivational value system (MVS) is characterized by a focus on process, order, and thoroughness. Individuals with a green MVS prioritize careful planning and ensuring that the right procedures are followed to achieve goals.

Question 18

When Leo had to tell Tania that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers. What was Leo doing?

Accepted Answer

Leo is adopting Tania's slumped posture to show empathy and convey that he understands how disappointing the news is for her. This is a technique often used in counseling or communication to build rapport and show understanding.

Question 19

Which of the following is an example of the active listening skill of clarifying?

Accepted Answer

Clarifying involves asking questions that help to ensure understanding. By asking the other person to explain a point more completely, Trung is seeking to clarify their perspective and ensure that he fully understands it.

Question 20

Which of the following statements best expresses a typical concern of someone with a blue MVS?

Accepted Answer

Individuals with a blue MVS (Motivational Value System) are typically concerned with nurturing and ensuring that everyone feels included and valued in decision-making processes.

Quiz 2: Interpersonal Communication and Emotional Intelligence